Business Profile

Loans

MOHELA

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Complaints

This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,039 total complaints in the last 3 years.
1,382 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am owed a refund from mohela in excess of 2800 from overpayment of loans that were forgiven on 11/3 through public service loan forgiveness. This refund was reportedly issued on 11/9 but has not been received via the US treasury by check or direct deposit. I was told that it would take 90 business days for the refund to be received but this timeline has passed. I am owed this money and would like to receive it ASAP.
Business Response
Date: 05/16/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Representative have called and contact people and numbers that are not listed on my account and gave sensitive information and harassing remarks about continuing to call who they want. This is unacceptable and a breach of information
Business Response
Date: 05/16/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am owed a refund of alittle over $500 from MOHELA for overpaying on my student loans. I have called in October and November of ************************************************************************************************************* January of 2025. I have not received a refund as of May ******************************************************************************************************************************************************* my call is lost. I have a toddler and cannot be on hold for hours on end about an issue that I was told was being processed last year.
Business Response
Date: 05/15/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Seeking Refund for PSLF Student Loan: -Date of Transaction listed on MOHELA Website: 11/9/2024 ************ $4,429.36 -Committed to provide the full refund amount and take appropriate steps to ensure the refund was issued to me. -Dispute: Provide appropriate documentation and steps to have my refund issued by the ********************. Ensure my refund has been received by me. -MOHELA has done nothing to resolve this issue. Below lists my experiences in attempting to resolve this issue with MOHELA:oWas unable to contact MOHELA on multiple occasions dues to extreme long wait times (6+hrs.) When connected was then immediately disconnected and to wait all over again just to be disconnected 3xs. oWhen I was in contact with a representative, they did not have correct information or provided different answers. One representative indicated my refund was submitted incorrectly, but had no idea when it was would be resolved. Then another indicated it was in process. It was very obvious none of the staff truly knew the status of my refund and took no accountability in resolving the issue. When a representative forwarded me to a supervisor, I was immediately disconnected. This occurred x2s. ** attempted multiple online messages with MOHELA through my account. This resulted in a copy and paste response indicating delays were due to the Division of Treasury. I responded that I was in contact with the Division of Treasury, and was informed MOHELA actually did not submit the appropriate paperwork and steps to issue the refund, they did not respond. My last email to them with this information was dated 3/17/25 with absolutely no response.
Business Response
Date: 05/15/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I currently have a loan services by Mohela and have been applying for the ************** Loan Forgiveness option. I've been notified I only have 3 payments pending, but because of the SAVE litigation payments did not qualify. I've applied 3 different times since last year to switch plans to an IDR payment but have not been switched. I would've met forgiveness last summer but have gotten nowhere with Mohela. I just wish to have my forbearance ended and and switched to an IDR forbearance so I can start qualifying again.
Business Response
Date: 05/15/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am deeply frustrated and need assistance regarding a long-overdue refund tied to my ************** Loan Forgiveness (PSLF) discharge, processed through MOHELA under my federal student loan account.On January 3, 2025, MOHELA issued an official loan forgiveness letter confirming full discharge of my remaining balance. That letter explicitly stated:"Well process a refund for any payments made towards the loans listed above after the effective date of this forgiveness. The refund will be sent to you directly. Forgiveness effective date: 10/31/21."In addition, on November 11, 2024, I received formal notification from the ******************* (***) office confirming that I had made 151 qualifying payments toward PSLF. This clearly establishes that I made 31 overpayments beyond the required 120.I have not received my refundamounting to $7,240.36. I have contacted MOHELA, filed complaints, and reached out to the *************** of Education with documentationyet I remain without the refund that I am rightfully owed. I have fulfilled every obligation and am now caught in an unacceptable limbo.I am seeking a direct update from MOHELA regarding:Whether the refund request from MOHELA has been received and processed;The estimated disbursement timeline for the $7,240.36 refund;What steps I must take if my refund has not been initiated.I am a public servant who has faithfully made qualifying payments and followed every directive given to me by my servicers and the Department of Education. I am exhausted by the delays and wanted this to be elevated for resolution.For your reference:Name: ********* ********* Loan Servicer: MOHELA PSLF Forgiveness Date: Effective 10/31/21 Forgiveness Letter Dated: January 3, 2025 FSA Payment Count Confirmation: 151 payments as of November 11, 2024 I remain hopeful that the BBB may shed light to this situation ultimately elevating my concern in order to help correct this injustice.
Business Response
Date: 05/14/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In between seemingly innocuous and straightforward attempts to support me in repaying my student loans -- now sold debt by the original creditor, the **************** to a private entity -- MOHELA (Higher Education Loan Authority of the State of Missouri) has been continually harassing me, my immediate family members, and my closest friends, with hostile solicitations from "representatives," most of whom I can delineate by name. Their repeated, intimidating threats -- many of which I have recorded, primarily in the form of voicemail messages -- have bordered on blackmail, extortion, and libel, to the point at which any interaction with them causes not only further warier distrust but also debilitating distress.
Business Response
Date: 05/14/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.
Initial Complaint
Date:05/13/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted an IDR application that MOHELA confirmed receipt of on February 14th. Mohela has had my application for more than 90 days and will not provide a time frame on when it will be processed. Mohela is violating student loan regulations by impeding my ability to make a payment and delaying my forgiveness. The inability to get a qualifying payment applied to my account after my contractual obligation is completed is another violation of student borrowers rights.
Business Response
Date: 05/14/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 05/15/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** A Good *******
Initial Complaint
Date:05/13/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I WAS NOT UPDATED THAT MOHELA WAS GOING TO BE MY NEW STUDENT LOAN PROCESSOR WHICH I WAS ON AUTO PAY FOR A DECADE NO PROBLEM ONCE THEY SWITCHED I HAD NO AWARENESS NOR ACCESS TO THIS ACCOUNT WAS HIT WITH 60 NON PAYMENT WHICH LOWERE MY SCORE 100 WHICH WAS DEVISTATING, TO SOMONE WHO NEVER MISSED THIER PAYMENTS
Business Response
Date: 05/14/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a MOHELA customer who has been completely unable to access my student loan account or receive proper support for the past several months.Ive sent two formal complaint letters (the most recent received May 3, 2025), detailing that: Their online portal is broken, with no working method to log in or make payments. Their only method of contact is by phone, and every attempt has resulted in wait times over 4 hours, including calls that stretched up to 8 hours until they closed.After my each letter, Ive only received two missed calls from MOHELA, both during work hours. No helpful voicemail, no email, no response was ever *********** a result of this complete inaccessibility, I am now four months delinquent on my federal student loanentirely due to their failure to provide service.I am requesting that MOHELA: Provide working access to my loan account; Correct the overdue status; Communicate in writing; Take full responsibility for the harm caused. If MOHELA is unable or unwilling to provide timely access and correct their servicing failures, I request that the Department of Education consider cancelling or discharging my loan due to administrative failure and borrower harm beyond my control.
Business Response
Date: 05/14/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 05/24/2025
I still have not gotten a response from MOHELA, short of them trying to have their automated system call me and they have not provided a written response.
Business Response
Date: 05/29/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 06/09/2025
The company has not contacted me other than saying that they have sent messages and more "you're overdue" emails, but no additional help with the actual issue from the complaint. I would like this to be reopened please and have the business respond if possible.
Customer Answer
Date: 06/09/2025
In the last response I meant to say I get emails saying "A message regarding the subject referenced above has been delivered to your MOHELA inbox." This is directly what my original complaint was about, the lack of communication or ability for me to reach out to them and they have no way to communicate. Sending messages to a portal I do not have the ability to log into is useless, and lack of written communication is extremely unprofessional.
Business Response
Date: 06/10/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 06/12/2025
Complaint: 23324735

I have reviewed the business' response and am rejecting it because:
After 5 months of attempting to access my account and getting errors, reaching out to MOHELA, and being ignored/stonewalling MOHELA must have fixed their website, my account, or my account information. I attempted to Register my account like I have hundreds of times now and it finally allowed me to and let me in. MOHELA has done nothing to help me and has horrible customer service.

Sincerely,

******* *****
Business Response
Date: 06/16/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.

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MOHELA is NOT a BBB Accredited Business.